We analyzed 630 reviews that indicate that Toys”R”Us customer care is childish

Toy, toysrus, toy store, plushies, retail, parking, cars

The international toy retailer Toys”R”Us offers everything from Barbie dolls to baby products. They proudly claim that they know how to have fun. It seems as though, their stock accuracy is a joke. Because of this, some of their customers are starting to feel, that they’re being played.

Why do we say this?

The topic “stock accuracy” occurred in 14% of the reviews and has an average grade of 1,03 / 5. This indicates that it’s mentioned in a negative way. Some customers claimed that they had placed an order online, just to be informed shortly after that some products were out of stock. This caused frustration since some had to pay for something that wasn’t available.

This leads us to the topic “order cancelation” that has an average grade of 1,05 / 5 and occurred in  20% of the reviews. On several occasions, customers have been informed that their order has been canceled because it’s unavailable or out of stock. It was also mentioned that some had a difficult time to cancel their order when products had been excluded from the original purchase.

The topic “return policy” occurred in 26% of the reviews and has an average grade of 1,01 / 5. Some customers complained that they had been denied to return their purchased items. This happened without any explanation, even though they had receipts. Some of the staff were unwilling to help and had an attitude, as soon as they discovered that someone wanted to return something.

It seems that Toy”R”Us could be in need of creating a more structured inventory system, that includes, for instance, low stock alerts. This is to prevent incorrect information regarding stock status, causing customers to have to cancel their orders.

Also, they may need to stand by their return policy. If it says you can return something within a certain amount of days, they have to accept when a customer wants to do so. Otherwise, they need to argue why they cannot allow someone to return an item.

They also need to offer refunds in a more efficient way. This is so that customers won’t have to spend their money on orders they will not receive.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on ConsumerAffairs.

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